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Online Banking & Bill Pay 

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How do I sign up for online banking?

Step 1. Visit our Web site and go to the First Link online banking login section (it’s on the top left side of our home page). Enter your member number and password in the boxes. For first-time users, you password is typically set to the last four digits of your social security number.

Step 2. You will see and be asked to enter a security code in a box. Enter the code and click Submit.

Step 3. You will view a message asking you to register your information with online banking. To register, select the First Time button. Then, please provide your member number, last 4 digits of your Social Security number, and your birth date. After you enter the information, click the Submit button.

Step 4. You will now be asked to read the Online Banking User Agreement. If you agree to the terms listed, click on the I agree button. 

Step 5. You will be asked to choose a new password. Enter your first name, last name and email address in the boxes provided. Enter your new password and confirm it by re-entering it in the box provided. Your new password needs to be at least 8 characters long. We recommend that you use alpha, numeric and symbol combinations; for example, abcd1248.

Note: when you change your First Link online banking password, your First Line telephone service password will no longer automatically change (and vice versa). For security purposes, we recommend that you have different passwords for each of these services if you use both of them. 

Step 6. You will be asked to create three personal security questions as well as answers to these questions. These security questions/answers are created to verify your identity. The system will usually recognize the usual computer you log in from. However, if you log into the system from a new or different computer, the system will ask one of these security questions to verify your identity. This is to help prevent unauthorized users from accessing your account through online banking.

These questions should be easy for you to answer. Some examples: What was my first dog’s name? What is my dad’s middle name? What was my high school mascot?

Congratulations! You are now able to access your accounts online. If you do have problems, please contact our Member Resource Center 24/7 at (505) 766-5600 or (800) 342-8298.

Where do I find my member number?

Your member number was given to you when you first opened your account with us. If you are not sure what your member number is, please contact our Member Resource Center and they can help you. Be sure to enter that number exactly (no leading zeros).

What is my password?

Initially, your password is a 4-digit code that only you know (for first time users, it is usually set to the last four digits of your social security number). You will pick a new password the first time you log onto online banking. It must be 8 digits, and a combination of number/alpha characters is strongly suggested.

Note: if you use the First Line telephone service, please be aware that the passwords for online banking and the telephone service are no longer the same. If you change your password on online banking, it will no longer changed automatically on the First Line telephone service (and vice versa).

When I log onto the Online Banking, it doesn’t provide a “blank” area for my user name.

Occasionally there can be a lag time in loading. Please wait a few second and then try refreshing your screen. If the problem proceeds, please contact us.

How do I change my password? 

Once you log onto your account, put your cursor over “Profile” on the top menu bar. You’ll see a drop down menu with a “Change Password” option – click on it to change your password.

What happens if I forget my password?

First Link has a forgotten password feature. If you forget your password, just go to the online banking login section at www.ffnm.org and click on the “Forgotten Password” link below the login. Complete the information requested, and your password will be e-mailed to the email address you have on file with online banking.

What happens if I did not receive the “password reset” email?

If you have not received the “password reset” email, check your spam/junk email folders.

What happens if I forgot my user name?

If you forgot your user name, contact FFCU to verify your current user name. They can tell you what it is.

Why is First Link not available at some times?

We periodically must update our main computer system, which means First Link online banking (and First Line telephone service) may be unavailable for a few hours. We will usually have an announcement on our main Web page at www.ffnm.org if the system is going to be unavailable. Also, our online banking provider periodically updates their system, which means the online system may be down for a few hours (usually late at night). 

What’s the difference between my current balance and available balance?

Both your current balance and your available balance are shown on the accounts detail screen. Your current balance shows what’s actually in your account at any given point. Your available balance takes into account any holds that may have been placed on your account (for example, holds placed on deposits, or holds placed for debit card transaction amounts). 

Your transaction history (shown on the accounts detail screen) only displays the current balance. It does not show the available balance that may have been in place on any particular day.

How much account history is available on the system?

On any of the accounts, you will have three different options, 90 days, 180 days, or All History that we have in our system.

How do I export account information to other software programs? 

To export your account information to a software program, click on History, then on the right-hand side right above your history click on Export. You will be given four different options to download to (Excel, OFX, QuickBooks, and Quicken). Once you have selected the proper software, follow the prompts to upload the data into the software provider you have selected.

How do balance alerts work?

You can receive an e-mail alert when your balance goes above or below a certain amount, to receive the balance on your account at a certain time, or to track certain size transactions on your account. To manage the alerts, click on Messages & Alerts, then click on Manage Alerts, select the account you would like to receive alerts on, select the alert you would like to receive, set the criteria for that alert, save, and slide the on/off button to green.

All of a sudden there are red triangles next to the Payees. What do they mean?

This situation may occur when FFCU runs an operational update. Red triangles can be cleared. Click on the triangle and follow instructions. It will direct you to verify the source of funds. This action can be done on your PC or Mobile App.

I cannot see my Bill Pay check images. What should I do?

Check images should always be accessible. If you are getting this message, please contact FFCU.

I got a message that requires a PIN Authentication code. What should I do? 

When you first set up online banking, there is an option to had a one-time token emailed to them all the time. This will happen each and every time the you log in. It’s an added security feature. When you enter your username, the next thing it says is to enter the one-time token. The token code is emailed to the you. You will need to check email and get that code to enter. If you didn’t mean to include this feature or wish to deactivate it, please contact FFCU and we will deactivate it.

I am unable to transfer between my primary account and my joint account. I can see the other account, but unable to transfer to it. What should I do?

This is a very rare situation. Please contact FFCU to resolve.

What security features does your online banking service include?

First Link Online Banking offers several security features designed to help keep your account safe. Due to increased online fraud, the use of your member number and password are no longer enough. Additional forms of authentication are needed – and required by our regulators. To accomplish this, our online banking login includes these features:

Username

We have moved to usernames instead of using your member number to log in. This will allow you to access all the accounts your social security number is tied to, while at the same time protecting you from putting in the member number you are signing into.

Security Graphic

Each time you log in to online banking, you will be presented with a security graphic. This graphic prevents hackers from using automated hacking scripts to break into your account. Simply read the four-letter word presented in the graphic and type it in the field provided to login to online banking. 

Challenge/Response Questions

When you register with online banking, you will be asked to create three challenge questions and answers. These questions will be used to verify your identity if you forget your login ID or password for online banking. These questions are also used as Multi-Factor Authentication for online banking. If you log in from a different computer, one of these three questions will be displayed. Once you answer the question correctly, you will gain access.

Longer Passwords 

Longer passwords are more difficult for hackers to guess. Our online banking system allows you to select an 8-character minimum (16-character maximum) password. We recommend using both upper and lower-case letters combined with symbols and numbers. Please note: with the online system, your passwords for the First Line telephone service and First Link online banking are not connected in any way. If you change your online banking password, your First Line telephone service does not automatically change (and vice versa). You must change each password separately if you wish to change them.

How do I set up a future dated transfer?

To set up a future dated transfer, put your cursor over “Transfers” on top menu bar and click on “Scheduled Transfers” in the drop down menu. On the next screen, click on “Add New Transfer.” You’ll input the transfer amount, accounts (from/to), whether it is a one time or recurring transfer, and the date. The transfer will now appear in the scheduled transfer screen and will transfer early in the morning on its scheduled date.

How do I set up a recurring transfer?

To set up a recurring transfer, put your cursor over “Transfers” on the top menu bar and click on “Scheduled Transfers” in the drop down menu. On the next screen, click on “Add New Transfer.” You’ll input the transfer amount, accounts (from/to), the frequency and the start date. You can put in an end date if you wish or leave the end date blank if you want the transfer to continue indefinitely. The transfer will now appear in the scheduled transfer screen and will transfer early in the morning on its scheduled date.

How do I cancel or change a recurring transfer or future dated transfer?

Go to the scheduled transfers screen. If you wish to cancel the transfer, click on the Delete button next to the transfer to cancel it. If you wish to change the transfer (date, amount, etc.), click on the Edit button next to the transfer. You can make changes on the next screen. Be sure to confirm your changes or cancellation of the transfer.

Why was my transfer not allowed? 

There are several reasons a transfer may not occur, including:

  • You may be trying to transfer more than what is available in your account. Checking accounts in particular may show a balance and an available balance (available balance reflects what is available to you at that point in time — it takes into account any holds that may be in place on your account). If you try to transfer more than what is available to transfer, the transfer will not go through.
  • If you are transferring from your savings or money market account, be aware that there are electronic transfer limitations with these accounts. Regulation D, a federal law, limits you to six unsigned/electronic transfers from your savings each month. These six transfers include transfers made through online banking. If you have already had six for the month, your transfer will not go through.
  • If you are 30 days or more delinquent on your credit union loan(s), the system will allow you to view your accounts but not to conduct transactions (transfers or bill payments). Please contact our Financial Assistance Department if this is the case.
  • If your account is considered “dormant” (no activity for 6 months), the system will not allow you to conduct transactions (transfers or bill payments). Please contact our Member Resource Center or e-mail us through online banking’s secure e-mail.

What are the requirements for setting up bill pay services?

You must have a credit union checking account (bill payments can only be deducted from checking) and sign up for the service through online banking. To sign up, log onto online banking and click on the “BillPay Center” under the Bill Pay tab on the navigation bar.

What are my payees?

Your payees are companies, organizations or individuals you want to pay through the bill pay service.

How do I set up my payees?

To set up your payees, go to the Bill Pay Center and click on the “Add New Payee” link. You’ll see a form that allows you to add a payee. First, select a payee category. The payee category is used to help look up payees that the system has on file already. Complete the payee name, a “friendly” name (a name you give the payee), your account number with that payee (you’ll need to re-enter it), the payee remittance address and zip code. Then, click on Next. 

You will then see a few options. If the payee can be paid electronically, an option will appear indicating this, and you can click on it. If the payee will be paid by check, the screen will indicate this and ask you to confirm the information you have entered.

It’s very important that your payee information, particularly account numbers, is accurate (incorrect information can delay a bill payment, or it may be returned). Be sure to double check all payee information inputted.

How do I make changes to or delete a payee?

You can edit or delete payees easily. Go to the Bill Pay Center. Put your cursor over the name of the payee you want to modify/delete. At the right of the screen you’ll see info about this payee, including an “Edit this payee” link. Click on that link, and you’ll be taken to a screen that allows you to make changes to the payee or delete the payee. 

Note: you may want to check your payee information periodically, because companies can change their information (for example, their mailing address, or your account number with them). 

How are bill payments made? 

Many bill payments are made electronically. Others are actually made by check, which is then mailed to the payee. It all depends on how the payee accepts payments. To determine how payments are made to a particular payee, just go to the Bill Pay Center and put your cursor over a payee. To the right, you’ll see information on that payee, including how payment is made.

How do electronic payments work?

For electronic payments, funds are withdrawn from your account on the date the payment processes (the “Send” date).

How do check payments work?

When you schedule a check payment, the check that is produced will be exactly like a check written on your account – it’s as if you actually wrote the check. Funds will not be withdrawn from your account until the check actually clears your account. Once the check clears, you’ll be able view the transaction in your account history and also view an image of the cleared check.

What is the Send Date and Expected Arrival Date?

The Send Date is the date you want the bill pay system to process your payment. The Expected Arrival Date is the day you want the payment to arrive at your payee. If you choose the Expected Arrival Date, the system will automatically calculate the Send Date for you and process your payment on that date. You can set up your payments using either method.

How do I set up a one-time payment?

To set up a one-time payment, go to the Bill Pay Center. Enter the payment details (amount, date) for which ever payee you want to pay (you can enter payment on more than one payee). Once you’ve entered that information, click the “Next” button. You’ll confirm the payment and then see a confirmation screen with the payment information and a reference number. Once approved, this pending payment will now appear in the Pending Payment section on the main Bill Pay Center screen.

How do I set up a recurring payment?

To set up a recurring payment, follow the instructions for the one-time payment shown above (put the date you want the first payment to occur). Once you see the confirmation screen (shows the payment confirmation number), you’ll see a “Make Recurring” link. Click on that link, and you’ll be taken to a screen that allows you to set up the payment as recurring. You have two options: (1) If the payment amount is the same each time, select the “Automatic Payment” option and the recurring timeframe (monthly, weekly, etc.). (2) If the payment amount varies each time, you can set up a reminder. The system will send you an e-mail reminder to make your payment the next time it is due (you’ll then need to log onto the system and set the new payment amount).

How do I change or delete a payment?

Click on the pending payment you want to change/delete (you can do this in the main screen). Then, make your changes or delete the payment, making sure you confirm your actions

How do I view my past payments? 

The easiest way is to go to the Reports section of the Bill Pay Center. Or, you can view the payment in your checking account history. If a payment is made by check, you can view that payment in your account history and even view an image of the check.

What happens if I don’t have the funds available in my checking when a bill payment is scheduled, or when a bill pay check tries to clear my checking account?

Overdraft protection and Courtesy Pay (if you have these services on your checking) do work with our bill pay system. This means if you do not have funds available in your checking when the bill pay processes, your bill pay may still process with the help of overdraft protection and/or Courtesy Pay. It also means that fees could be assessed if overdraft protection and/or Courtesy Pay is used to complete your bill pay transaction. This also means that if your bill pay does not process due to non-sufficient funds, your account is charged a non-sufficient funds fee.

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Mobile Banking

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If I use your current Mobile App will I have to download a new app in order to use the new mobile banking?

Yes. The updated app will be available through App Store or Google Play. A notification to update will be on the old app once the new app is available.

I do not like entering my Login ID every time I want to access Mobile Banking. Does your app offer any shortcuts?

Yes, if you want your device to remember your Login ID for your next visit, select the “Save Password” on the login screen before you sign in. If your phone has a fingerprint scanner or Touch ID, you can log in with just your fingerprint. A quick account balance view is also available without logging in at all. 

Will I have to change my Login ID or password to use the new Mobile Banking?

Yes, you can now have your own personal username and unique password to log into your account.

Is Mobile Check Deposit still available?

Yes, you can still deposit your checks from your phone with the new mobile app.

What is the new security feature for my debit card?

With the new app, you will have the ability to turn your card on and off at your convenience. Or, if you have lost your card you can turn it off until you find it, or order a new one.

Is the Mobile App free? 

Yes. The Mobile App is free of charge*.

Disclaimer *Please note standard SMS Text Messaging and Web Browser application fees from your mobile phone provider may still apply. Please contact your mobile service provider for details.

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Google Pay

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How do I set up Google Pay?

First, download the Google Pay app from the Google Play™ Store. If your First Financial card is already linked to your Google account, you can simply add it to the Google Pay app by confirming a few details. To add a new card, it’s as simple as snapping a picture. Then give us a call at 1-800-342-8298, we will verify your information and add your card to Google Pay. 

How do I pay with Google Pay?

  1. Unlock your device (no need to open the app).
  2. Hold the back of your device near a contactless payment terminal.
  3. Your phone will beep or vibrate, and you’ll receive a confirmation on-screen letting you know the payment was made. 

Which First Financial cards can I use with Google Pay?

You can use consumer and business debit with Google Pay. 

How do I change my default card to my First Financial card?

The first card you add to Google Pay will automatically become your default card. To change your default, do the following:

  1. Open Google Pay.
  2. Tap on your preferred card to get the “back of card” view.
  3. Select "Set as default card".

How do I replace an old First Financial card with my new card on Google Pay?

You’ll delete your old card from Google Pay and add your new one. To do this, do the following:

  1. Open Google Pay.
  2. Select the card you want to delete to get to the “back of card” view.
  3. Select “Remove card”.
  4. To add the new card, simply press the “+” symbol and follow the step-by-step instructions.

Are my payments safe with Google Pay?

Yes. When you use Google Pay, your First Financial card number isn’t stored on your phone or given to the merchant. A unique virtual account number is created specifically for that card on that device. You still enjoy all the benefits of your First Financial debit card, which includes our Zero Liability policy that protects you from unauthorized purchases.

How are my privacy and personal information protected?

Since Google Pay doesn’t store your card number on the device, you never reveal your name, card number or security code to merchants.

Am I able to opt out of Google Pay at any time?

Adding your debit card to Google Pay is your choice; you can add and remove cards when needed.

Is Google Pay free?

Yes. Be aware that message and data rates may apply, depending on your data plan.

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Samsung Pay

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Which devices will support Samsung Pay?

Samsung Pay® is supported on the Galaxy S6®, S6 edge®, S6 edge+® and Note 5®. Please visit www.samsung.com/pay for a full list of compatible devices. 

Which cards can I add to Samsung Pay? 

You can use your First Financial MasterCard debit card with Samsung Pay.

How can I add my card? 

Cards can be easily added to Samsung Pay by using your device’s camera to scan in your card’s information or by manually inputting the card information yourself. If you use the camera to take a picture, verify the information was captured correctly.

How do I use Samsung Pay?

First, enable the NFC feature on your phone, which is located in the connection settings on the device. Phone must have screen lock feature enabled as well. When ready to complete the purchase unlock screen, hold phone to card terminal. The phone will show a check mark as soon as payment is accepted.

How do I return a purchase if I used Samsung Pay to make the payment?

Returns made through Samsung Pay are handled the same way as with your physical card–according to the store’s policies. If you return an item paid for through Samsung Pay, the store may require you to hover your device over either the card reader or the NFC reader to complete the return.

How can I keep track purchases I’ve made with Samsung Pay?

Most transactions made through Samsung Pay are viewable shortly after processing, for one month from the time of purchase. Simply open the app and tap on a card to see all the Samsung Pay transactions made with that card. Additionally, a notification with your transaction details will be sent to your device after each Samsung Pay purchase. Note: notifications require an active internet connection.

When I add my First Financial card to Samsung Pay, it doesn’t look like the card in my wallet. Why?

The card displayed in Samsung Pay won’t always exactly match your physical card.

The key points to look for are:

  1. The card issuer
  2. The card network
  3. Verify last 4 of the card  

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Overdraft and Overdraft Fees 

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What is an overdraft and how can I avoid it?

An overdraft occurs when you do not have enough money in your account to cover a transaction, but we pay it anyway. We can cover your overdrafts in two different ways:

  1. We have standard overdraft practices that come with your account.
  2. We also offer overdraft protection plans, such as a link to a savings account, which may be less expensive than our standard overdraft practices. To learn more, ask us about these plans.

What are the standard overdraft practices that come with my account?

We do authorize and pay overdrafts for the following types of transactions:

  • Checks and other transactions made using your checking account number
  • Automatic bill payments

We will not authorize and pay overdrafts for the following types of transactions unless you ask us to (see below):

  • ATM transactions
  • Everyday debit card transactions 

We pay overdrafts at our discretion, which means we do not guarantee that we will always authorize and pay any type of transaction.

If we do not authorize and pay an overdraft, your transaction will be declined.

What fees will I be charged if First Financial Credit Union pays my overdraft?

Under our standard overdraft practices:

  • We will charge you a fee of up to $28 each time we pay an overdraft.
  • There is no limit on the total fees we can charge you for overdrawing your account on a daily basis.
  • There are limitations on the total amount your account may be overdrawn, including fees. This amount is specific to your account and won’t exceed $500.00*. 

*Specific checking accounts that are no longer offered may have overdraft limits up to $1,500.

What if I want First Financial Credit Union to authorize and pay overdrafts on my ATM and everyday debit card transactions? 

If you also want us to authorize and pay overdrafts on ATM and everyday debit card transactions, fill out the online form below or call (505) 766-5600 (800-342-8298). 

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Equifax Data Breach

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Who is Equifax?

Equifax is one of the three national credit reporting agencies.

What is a data breach?

A data breach is when a company’s electronic system is compromised, and the consumers’ information may have been accessed.

What role did FFCU play in the Equifax breach?

FFCU played no role at all in the Equifax breach. We are just one of thousands of financial institutions who report consumers’ account information (payment history) to Equifax.

What specific information was breached?

Please visit equifaxsecurity2017.com for details of what specific information was breached. 

Was my FFCU information breached?

Any consumer whose financial information has been reported to Equifax is a potential victim.

How would I know if my information was breached?

Please visit equifaxsecurity2017.com for instructions on finding out if your information was breached.

What should I do to protect myself? 

The best way to protect yourself is to closely monitor all of your accounts by reviewing all of the activity on your statements and reporting anything suspicious to your creditors immediately. Consumers are entitled to a free copy of their credit report from each of the major credit reporting agencies once a year. You can order these reports by going to www.annualcreditreport.com. Consumers also have the option of placing a Credit Freeze on your credit report. Equifax, along with the other large credit reporting agencies Experian, Trans Union, and Innovis, allow consumers to take the next step and actually freeze their credit lines, and you might consider taking advantage of this. A freeze goes a step further than credit monitoring in that it prevents anyone from taking out a loan or a credit card in your name by adding additional steps to release your credit information to a lender.

Is there a cost associated with placing a Credit Freeze? 

If you believe you have been a victim of identity theft, you can place a 90-day fraud alert on your credit bureau. An initial fraud alert can make it harder for an identity thief to open more accounts in your name. When you have an alert on your report, a business must verify your identity before it issues credit, so it may try to contact you. The initial alert stays on your report for at least 90 days. You can renew it after 90 days. To place a fraud alert with Equifax, use their automated system by calling 888.766.0008. 

Learn more about Credit Freezes

What is FFCU doing to protect me?

We are taking enhanced security measures to keep your accounts safe.

Do I need to change my debit card/credit card or FFCU member number?

Because of the types of information that may have been compromised (SSN, names and addresses, account numbers), simply changing your FFCU member # or card # would not protect you from potentially becoming a victim.

How would I know if anyone is using my information? 

Closely monitoring your account information is the most effective way. Credit monitoring services are available. They monitor your credit and notify you when there is activity, such as new accounts open, address changes, etc.

Does FFCU provide any credit monitoring services?

Yes, FFCU offers a credit monitoring service through Kasasa Protect for only $4.99 a month. Find more information on Kasasa Protect here.

Am I financially responsible if someone commits fraud in my name?

In most cases, the consumer would not be held liable. To confirm liability, contact each individual merchant, who will make the determination based off of the circumstances of the fraudulent activity.

Does FFCU report my information to Equifax? 

FFCU, like thousands of other financial institutions reports information to Equifax. Specifically, FFCU reports payment history regarding your loans and credit cards to Equifax, Experian and TransUnion. 

Does FFCU report my full account # and Social Security Number to Equifax?

All companies who report information to Equifax, Experian and TransUnion do so by reporting consumers’ Social Security Number. All credit files are tied back to the Social Security Number.

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